Field Support Specialist ( Freelance / Dispatch)

Position Overview

We are seeking a highly motivated and adaptable Field Support Specialist (Freelance/Dispatch) to deliver on-site technical assistance during periods when full-time engineers are unavailable or when additional dispatch support is required. This role is ideal for professionals who thrive in dynamic environments and possess a strong technical foundation in IT support. The successful candidate will play a critical role in maintaining operational efficiency by resolving hardware and software issues, managing IT assets, and ensuring seamless end-user support across diverse environments.

Key Responsibilities

The Field Support Specialist will be responsible for a wide range of technical tasks, including:

• On-Site IT Support: Providing hands-on technical assistance for desktops, laptops, and peripheral devices to ensure minimal disruption to business operations.
• Hardware and Software Management: Installing, configuring, and maintaining IT hardware and software in accordance with organizational standards and best practices.
• IMAC Activities: Executing Install, Move, Add, and Change (IMAC) processes for IT assets to support organizational transitions and upgrades.
• Troubleshooting and Break-Fix Support: Diagnosing and resolving hardware and software issues to restore functionality and minimize downtime.
• Vendor Coordination: Collaborating with Original Equipment Manufacturers (OEMs) and third-party vendors to facilitate hardware repairs, replacements, and escalations as needed.
• IT Inventory Management: Maintaining accurate records of IT assets, tracking inventory, and ensuring compliance with documentation standards.
• System Imaging: Deploying standardized system images for laptops and desktops to ensure consistency and security across the organization.
• Printer and AV Support: Setting up, troubleshooting, and maintaining printers, network printers, and audiovisual (AV) equipment for conference rooms and meeting spaces.
• VIP and End-User Support: Delivering high-touch, personalized technical assistance to executives and end-users to enhance user satisfaction and productivity.
• Office 365 and Account Management: Providing support for Office 365 applications and assisting with user account troubleshooting and provisioning.
• Security and Compliance: Installing, configuring, and troubleshooting compliance and security software to safeguard organizational assets and data.
• Cross-Platform Support: Assisting with both Windows and Mac devices to ensure compatibility and seamless user experiences across all platforms.
• Service Level Agreement (SLA) Compliance: Adhering to defined SLAs to ensure timely resolution of issues and maintain service quality.
• Documentation and Knowledge Sharing: Recording incidents, solutions, and resolutions in a knowledge base to improve future support efficiency and reduce resolution times.
• After-Hours Support: Providing technical assistance during off-hours, events, and recurring meetings as required to support business continuity.

Required Skills and Qualifications

To excel in this role, candidates must meet the following criteria:

• Technical Proficiency: In-depth knowledge of desktop and laptop troubleshooting, configuration, and hardware support, including experience with peripheral devices.
• Networking Fundamentals: Basic understanding of networking concepts such as DHCP, DNS, and LAN connectivity to troubleshoot connectivity issues effectively.
• Printer and AV Expertise: Hands-on experience with printer setup, network printer troubleshooting, and audiovisual equipment support.
• Office 365 Support: Familiarity with Office 365 applications and user account management to provide seamless support for productivity tools.
• Communication Skills: Excellent verbal and written communication abilities to interact professionally with end-users, vendors, and stakeholders at all levels.
• Independence and Adaptability: Ability to work autonomously in a fast-paced, ever-changing environment while managing multiple priorities effectively.
• Inventory Management: Experience in tracking and managing IT assets, including coordination with vendors for repairs and replacements.